Responsibilities
- Diagnose and resolve advanced technical challenges involving system configuration, workflow logic, custom code debugging, integrations, and JSON structures, primarily for high-tier support clients.
- Investigate, replicate, and troubleshoot complex technical issues to deliver effective resolutions.
- Evaluate problems independently and devise innovative solutions using sound judgment and technical expertise.
- Deliver exceptional engineering support that drives high levels of customer satisfaction.
- Act as a technical authority across multiple product domains, supporting scalable solutions for a growing customer base.
- Conduct on-site or virtual client meetings to assess, troubleshoot, and resolve technical issues.
- Lead technical support efforts in specialized product areas, ensuring thorough issue investigation and balanced workloads for support engineers.
- Mentor and guide junior engineers, supporting their development toward senior technical roles.
- Collaborate with team members to establish and refine best practices that improve support quality and efficiency, while contributing to internal knowledge resources.
- Represent the customer perspective within cross-functional rapid response teams involving engineering and operations.
- Monitor system alerts at the tenant level and engage in proactive communication to prevent escalations.
- Provide actionable feedback to product, engineering, sales, and marketing teams on service improvements that enhance customer success and adoption.
- Perform daily responsibilities with minimal supervision and follow high-level strategic direction for new projects.
- Drive cross-departmental initiatives that strengthen the global customer engineering function.
- Maintain current knowledge of product features, system dependencies, architecture, and operational impacts.
- Participate in a 24/7 on-call schedule to address critical after-hours incidents.
- Collaborate on refining support processes and sharing expertise to build team capability and documentation.
- Communicate proactively to prevent issue escalations and maintain positive customer experiences.
- Create technical documentation on recurring issues and solutions to expand organizational knowledge and support community engagement.
- Cover weekend shifts on a rotating or as-needed basis when required.
- Lead organizational support improvements that benefit the team and broader customer success operations.
- Perform additional duties as assigned by management.
Work Arrangement
Remote (Worldwide)
Other
- Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
- Support weekend shifts on a rotational/as-needed basis if requested.
